Sat.Jun 13, 2020 - Fri.Jun 19, 2020

5 Ways to Build Customer Trust in 2020


Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020.

The Myth of the Customer-Focused CX Leader

Heart of the Customer

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here.

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Tales of Not Putting the Customer First

Russel Lolacher

Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business.

The K.E.E.P Model: How CS Delivers Business Value and Successful Outcomes


Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)


In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk.

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How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint.

Changes in Consumer Habits | A Closer Look at the Restaurant Industry


In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines

How Machines Impact Experience Design


Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

Five XM Practices For Accelerating Your Digital Transformation

Experience Matters

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.

8 Contact Center Trends to Watch in 2020

In this eBook, we’ll arm you with the research you need to inform areas of investment, and 8 quick tips you can use to improve your contact center’s performance now!

In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

NICE inContact

Disaster planning and recovery, business continuity, working remotely and now, working from home.

This is the Time to Weave Humanity Into How Companies Operate and Earn Greater Growth

Customer Bliss

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs.

Why Humans Need Chatbots – and Chatbots Need Humans


Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.

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Top 21 eCommerce Influencers You Should be Following in 2020


Mike Wittenstein has been recognized as a top eCommerce influencer! Congratulations Mike! Mike Wittenstein ( @mikewittenstein ). Mike Wittenstein is a customer interface designer and consultant with a good knowledge of the emerging developments in eCommerce.

Why Smoking Costs Employers More Than They Realize

Your employees are smoking, and at a cost of $7,000 per year for each employee who smokes, that adds up - fast! This free report will show you how an effective cessation program pays for itself.

You May Not Know It, But You’re in the Subscription Business


I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners


Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

Computer Vision in Field Service: Empowering and Enabling Technicians


Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap.

The Top 50 Customer Service Experts of the Decade (2010–2020)


Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. LinkedIn | Twitter. Mike Wittenstein is the founder of one of the world’s first strategic storytelling and experience design consultancies.

AI & Community: Don't Hammer the Flowers

Speaker: Venessa Paech, Australia's Leading Community Specialist

Join Vanilla Forums on Tuesday, July 21, 2020 at 8:30 AM ET for this on-demand workshop led by Venessa Paech, Co-Founder of Australian Community Managers and Leading APAC Community Specialist.

Don’t Make Assumptions – Tip #3

Steve DiGioia

How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions.

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The World Needs Human-first CEOs, Not War-time CEOs


One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies.

What You Should Always and Never Do in Remote Meetings: Part 2

The DiJulius Group

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Read Full Article.

Don’t Fear Fear


In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own.

[On-Demand Webinar] The State of Customer Education: Trends and Benchmarks Report

Speaker: Sandi Lin & Linda Schwaber-Cohen

In this webinar, Skilljar CEO Sandi Lin shared learnings from Skilljar's recent study and her insights on the state of Customer Education. She dug into key findings so you can benchmark against industry trends and understand how your strategy and metrics compare.

How to Build your Own Transactional Chatbot


What is a transactional chatbot? Transactional bots allow customers to make a transaction within the context of a conversation.”. Source: Chatbot Magazine). A transactional chatbot acts as an agent on behalf of humans and interacts with external systems in order to accomplish a specific action.

Guest Post: When You Need to Scale Up Customer Service… But Your AI Just Doesn’t Quite Cut it Yet


This week we feature an article by Daniel Ramsey, founder and CEO of MyOutDesk. He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant.

Build Your VoC Program From Where You Are: Part 1 - Building Phase


Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity.

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How your customers win when you close the feedback loop


Closing the feedback loop presents a potential win-win opportunity for both your brand and your customers. Customer Experience Voice of the Customer

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

How CERN Faces the Pandemic the Digital Way – A Customer Success Story


Ilem was founded in 2001 and specializes in digital and managed services to help enterprises digitalize their business. They are headquartered in Switzerland, and also have offices in France and Morocco. Collaboration Success Story: CERN.

Amazing Business Radio: Dan Hill


Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic.

Vacation from Lockdown: How CoronaPass is Set to Revitalize the Hospitality Industry


An important part of Bizagi’s response to COVID-19 was the launch of CoronaPass. It’s a solution to help companies, including existing customers, to design their ‘new normal’ for business operations, while keeping employees and customers as safe as possible.